KYC Contact Center Agent - Bilingual Spanish
Overview
You will own KYC refresh and client due diligence for high-volume banking clients in a call center environment. You'll join Bank of America's Global Operations AML team, working onsite in Chicago with a focus on Spanish-speaking customers. This role stands out for its direct impact on financial crime prevention and regulatory compliance.
What You'll Do7
- 1Deliver high-touch service by solving customer issues in real time during inbound and outbound calls, using CRM and KYC systems.
- 2Lead full KYC refresh cycles, collecting and verifying client documents against CDD and EDD standards.
- 3Operate internal databases to update customer profiles and flag discrepancies for further investigation.
- 4Proactively identify opportunities to enhance customer experience during each call, reducing repeat contacts.
- 5Analyze data from multiple sources to assess risk and escalate suspicious activity under AML guidelines.
- 6Drive process improvements for KYC workflows and collaborate with cross-functional teams to resolve systemic issues.
- 7Support special projects targeting high-risk accounts, ensuring timely escalations and quality assurance checks.
Requirements7
- 11+ year of call center experience, ideally in banking or financial services.
- 2Fluent in Spanish and English (verbal and written).
- 3Ability to handle sensitive customer interactions with tact and professionalism.
- 4Proficiency with Microsoft Office and data entry tools.
- 5Strong analytical skills to interpret regulations and make quick decisions.
- 6Experience with KYC or AML processes is preferred.
- 7Willingness to work flexible shifts, including evenings and weekends.
Salary Insight
Salary not disclosed in listing
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